Branch Manager II

Pay Range:$89,600-$112,000 

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position 

This role is responsible for directing and administering branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. The Branch Manager leads service, operational, and sales efforts through effective goal setting, communication, and supervision. This role fosters a culture of continuous improvement, accountability, and professional growth while ensuring a full range of financial services are offered to both current and prospective members. Additionally, the Branch Manager has management authority over all day-to-day functions, ensuring prompt, professional, and personalized service across the branch. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following).  May perform other duties as requested or assigned. 

Member Service & Problem Resolution

• Builds and leads a team that delivers exceptional service with professionalism, empathy, and proactive follow-up to ensure member and employee needs are met. 

• Ensures timely and effective resolution of member inquiries and concerns, responding promptly to all communications. 

• Helps educate members on Credit Union services and policies, providing personalized financial guidance and product recommendations. 

• Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable). Verifies deposits, process loans, and approve transactions within established limits 

• Responsible for reviewing and responding to Member Loyalty surveys in a timely manner and sharing any feedback internally as appropriate. 

 

Strategic Planning & Organizational Contribution 

• Provides management with regular updates on branch activities, progress toward objectives, and any significant challenges, seeking support when needed. 

• Reviews and monitors the work of branch personnel.  Identifies and implements opportunities to enhance operational efficiency and productivity. 

• Promotes Branch business development and seeks to broaden member base.  

• Contributes to organizational initiatives by supporting projects and business plan objectives. 

 

Team Leadership & Development 

• Leads the interviewing, hiring, training, and development of Member Advocates, ensuring effective onboarding and role readiness. 

• Ensures employees are knowledgeable about Credit Union products, services, and policies. 

• Effectively cross-sells and coaches employees to offer Credit Union products and services to its members. 

• Leads change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence. 

• Tracks individual progress, conducting performance appraisals, and formulating and implementing corrective actions as needed.  Coaches employees for optimal performance, addressing areas for improvement and growth. 

• Fosters a culture of open communication by managing difficult conversations, providing constructive feedback, and demonstrating strong written and verbal communication skills. 

• Conducts regular team meetings, offering progression plans, development opportunities, and leadership training for employees seeking advancement. 

 

Operations & Compliance 

• Ensures Branch security and serves as the Security Officer for the branch. Institutes prudent safety